Emergency Response Ecall Handler

**Company description**:
**Company Description/ Business Unit**

**Job Title**: Emergency Response eCall Handler

**Location**:Oldbury

**Salary**: £23,882

**Contract**:Full time, permanent

**Hours**:40 per week between 7am-11pm, Monday-Sunday

Solution bringers. Day makers. Extra milers. We are the AA. And we keep everyone’s show on the road. There for our members wherever and whenever they need us, we’re always ready for anything. That’s why, for over 100 years, we’ve continued to evolve and adapt. Today, as the nation’s number one motoring organisation, we offer a range of excellent products and services to millions of customers. As an Emergency Response eCall Handler, you’ll always go the extra mile for our members. In return, we’ll go the extra mile for you, with excellent training, support and development opportunities.

**This is the job**:
Our Emergency Response eCall Handlers are the first point of call for our members who have been involved in a serious incident and need urgent, emergency assistance. By utilising your strong communication skills, you will ensure that you understand the requirements of the member and that you direct them to the assistance that they require as a matter of urgency. Due to the nature of the calls you will receive, your contributions will be vital in helping to save lives.

As the cases you deal with will be highly urgent rather than a generic breakdown situation, you will not always be dealing with a constant high volume of incoming communications. During periods of down time there will be additional administrative and customer centric duties to be carried out.

**What will I be doing?**:

- Dealing with **incoming contacts** from members following a **serious incident**:

- **Gathering information** to ensure we get the **right help** for the member quickly and efficiently
- **Liaising** with the **emergency services **and other relevant parties
- Maintaining **communication** with the member and emergency services until help arrives
- Updating details **accurately** on our **computer systems**:

- **Identifying** the seriousness of the call and **reassigning** if non-urgent
- Ensuring that our members feel **valued, looked after**and **put at ease**:

- Providing solutions to **unique situations** that arise

**What do I need?**:
As some of the members you interact may be in a distressing situation, we are looking for someone who:

- Has experience dealing with people in **vulnerable** and potentially **upsetting** **situations**:

- Has the ability to **remain calm** under pressure or when faced with a **difficult situation**:

- Can quickly **gain trust** and **offer reassurance**:

- Strong **communication** and **information gathering** skills
- Ability to take ownership and be direct
- Has a calming demeanour and is able to give **clear and specific instructions**:

- Good **common sense** and ability to **make key decisions quickly**:

- Have a good **mental resilience**:

- Be able to **quickly** **adapt** to different situations
- Proficient **administrative** skills

**Additional Information**:
We’re always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, you’ll have access to a range of benefits including:

- Diverse **learning and development **opportunities to support you to **progress in your career**:

- **23 days annual leave**, increasing to 25 days after 5 years’ service, **plus 8 bank holidays**:

- Free **AA breakdown membership **after 12 months, 50% discount in your first year
- **Discounts on AA products **including car and home insurance
- **Employee discount scheme **that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more
- Worksave **pension **scheme with up to **7% employer contribution**:

- Dedicated **Employee Assistance Programme**

Plus, so much more

As part of the onboarding process, we complete several pre-employment checks including work reference, credit and criminal record checks.